(2024.2) New ServiceDesk Item Created

New ServiceDesk Item Created

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Manage Notification form

Purpose

This Notification will send a report of any items that are created. This is valid for all the different Service Desk items including Requests (Inquiry, Service Request, Incident Request), Estimates, Service Orders, Actions, Incidents, Projects, Problems, and Quick Ticks.

Recipient

This Notification will send to the ##REQUESTOR_EMAIL##, ##SD_OWNER_EMAIL##, ##CSR_EMAIL##, and ##COORDINATOR_EMAILS## placeholders.

The ##REQUESTOR_EMAIL## will send one email Notification to the Requestor Email assigned to the Service Desk item.

The ##SD_OWNER_EMAIL## will send a Notification to the Owner of the Service Desk item, either the Contact or the Department Hierarchy.

The ##CSR_EMAIL## placeholder will send an email to the Contact assigned in the picker.

The ##COORDINATOR_EMAILS## placeholder will send an email to the Coordinators of the Department that are set in the Contact's record.

If these fields are not set in the Service Desk item when the item is created, then they will not be set in the Notification.

Content

The content of the email will include the Service Desk number with the ##SD_NUMBER## placeholder of the Service Desk item that is created. There will always be a value for this placeholder.
The Type of Service Desk item will be included with the ##TYPE## placeholder, and there will always be a value for this placeholder.
The Description that is set in the Description field of the Service Desk item will be sent out as well. This value will only be included if there is a Description when the Service Desk item is created.